Lori Cox Email & Phone Number

Tampa, Florida, United States

Everyone deserves the best internet possible, and that’s the refreshingly great experience we’re creating at Ziply Fiber.We’re bringing fiber to more than one million homes and businesses across the broader Northwest. By pairing brilliantly fast internet with customer choice and control, we’re making it simple and easy for you to connect to the things that matter most to you.Ziply Fiber is based in Kirkland, Washington, and serves communities across Washington, Oregon, Idaho, and Montana

- Work with company executives to build strategic business, departmental and individual goals to meet quarterly objectives.- Provide Executive Summary including client's business challenges, processes and technologies to understand their business needs; interviewed company personnel.- Develop and implement consistent communications with the company's senior stakeholders, company staff, and internal and external project teams.- Work tactfully to inspire faster adoption, greater utilization, and higher proficiency by employees regarding new ways of operating as a result of the consulting project outcomes.

Tampa, Fl

VP, Operations, Irrevo - Developed and managed strategic vision and annual operational goals for Knowledge Management consulting services. - Increased business growth from 500K to 2.3 million by employing high performers for and managing the client relationship.- Managed team of 25+ remote knowledge engineers and maintained oversight of day-to-day knowledge and content management services.- Created a work culture that valued employee skills and contributions and drove excellence and accountability.- Maintained and evaluated staffing, levels, expectations and the organizational culture remotely.

Tampa/St. Petersburg, Florida Area

- Implemented effective operations organization by creating standards across multiple departments that included staff requirements, business process, procedures and system requirements.- Mitigated business process gaps that improved financial performance or customer service initiatives through technology implementations.- Directed multiple organizations from Sales, IT and Customer Service for the Tampa Call Center including scheduling, hiring, training, key performance indicators, reporting, management of contact center software, QA monitoring, agent development and mentoring, and customer/employee satisfaction surveys. - Championed implementations of all technology such as building the call center infrastructure, IVR, Salesforce, email, intranet, and chat programs.

- Directed multi-disciplined content and knowledge support services and operational team comprised of Managers, Editors, Knowledge Management Analysts, and Content Architect.Developed Enterprise Content Management strategies for: - Content Lifecycle - Enterprise Search - Enterprise Taxonomy - Content Delivery and Optimization - Translation- Managed enterprise projects to improve customer online experience and reduce costs across channels - Delivered device troubleshooting content to Sales Channel that improved call deflection - Evaluated current content architecture and recommended collapse of redundant repositories, reducing content management costs by 500K. - Created Enterprise Content Review, a systemic approach to reviewing content across channels to increase content consistency

Developed Enterprise Content Management Strategy and Roadmap - Sales and Service – migration of current frontline impacting websites to central repository saving estimated $93.4 million over 5 years.- T-Mobile News – business case determined redesign the existing website to MOSS 2007 portal platform saving $2.9 million.- Created Enterprise Content Management job family enabling career pathing within organization.- Drove content management alignment and collaboration between Sales and Care Business Process to increase accuracy and consistency. - Implemented Intranet Content Quality Programs to standardize editing and improve frontline employee’s usability of web content.- Implemented Google search tool improving frontline employees search experience.Implemented Google search tool within StreamLine improving frontline search experience.

Developed start up Web Editing team of five editors responsible for layout, navigation and editing of company intranet. Built and developed team to seven FTE editors and six contract editors.Developed and implemented content templates to standardize policy layout, resulting in 12 second decrease in navigation time for front-line employees.Implemented Primus Troubleshooting Knowledgebase, the diagnostic troubleshooting tool for internal and external audiences.Implemented navigation tool Radmenu, improving StreamLine navigation to home pages by 6 seconds.Managed editing process for internal and external content on StreamLine, Primus, and MyT-Mobile.comCreated T-Mobile Style Guide and established cross-functional committee, defining enterprise-wide standards and ensuring ongoing adherence to style standards.

Charlotte, North Carolina Area

- Created strategic training plans, training needs analysis, and implementation plans.- Lead, developed, and coached 10 training specialists.- Drove quality standard adherence by developing and maintaining Employee Recognition Committee and Quality Integration Committee.

Hebron, Oh

- Operations manager for 500-seat contact center.- Met service levels, productivity, sales, and quality standards.- Lead 14 team leaders through high-volume retail season.